Ogletree Deakins has an opportunity for an experienced Help Desk Analyst to join the firm’s Technology Department. The Help Desk Analyst is primarily responsible for first and second level phone and email support for the firm on a variety of hardware and software. This person may also sit in either our Greenville, SC, Morristown, NJ, Philadelphia, PA, Chicago, IL, Los Angeles, CA, Orange County, CA, or Phoenix, AZ office.
Problem analysis and resolution
Logs all help desk calls & email requests into the current IT Service Management System and updates incident and/or problem information on a daily basis
Analyzes, troubleshoots and resolves problems with a goal of 85% First Call Resolution.
Escalates appropriately when necessary.
Meets the business need by providing a workaround and sets and meets expectations.
Follows up, ensuring the issue is resolved or the request is satisfied.
Involved in Employee Onboarding, Off-boarding and Changes including account creation, profiling and testing.
Contributes to the IT Service Management knowledge-base.
Provides excellent customer service and practices total contact ownership from acknowledgement to closure.
Contributes to the good of the IT Department and the entire firm.
Participates in new application testing and special projects.
The following are some of the most common technologies used in the offices that would be supported by the Help Desk Analyst:
Dell and Lenovo desktops and laptops
HP and Ricoh Printers/Copiers
Windows 10, Office 2016, Office 365
iManage Work10 (DMS), Aderant, Intapp
Mobile device support including iOS, Android and Windows devices.
VPN and Microsoft Remote Desktop Services and Office 365 on all platforms.
Four-year technical degree or equivalent work experience.
4+ years Help Desk experience in an enterprise environment. Law firm experience a major plus.
4+ years Microsoft product support experience including Windows and MS Office Suite.
Strong customer service and communication skills (face-to-face, phone and email)
Independent analysis, advanced problem solving and multitasking skills.
Excellent sense of urgency and the ability to triage incidents, problems, tasks, and projects quickly
Ability to set expectations and provide workarounds
Working knowledge of an enterprise network and local PC diagnostic utilities
Ability to work as a member of a team or independently
Law firm experience a major plus
Help Desk Institute or ITIL v3 Foundation certification
Document Management System support experience
Mobile Device Management experience
Please note, we are not working with outside recruiters for this position.
Ogletree Deakins offers a robust suite of benefits for our Staff including: Paid Time Off, Sick Time, a 401(k) matching program, Profit Sharing, Paid Holidays, Paid Parental Leave, affordable Health and Life Insurance including Dental & Vision coverage, Health Savings Account /Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses, Teladoc (24/7 access to a doctor by phone or online video), Tuition Reimbursement and an Employee Assistance Program.
Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. Premier client service, as outlined in the firm’s Client Pledge, is one of the firm’s top priorities and a cornerstone of its core values. U.S. News – Best Lawyers® “Best Law Firms” has named Ogletree Deakins a “Law Firm of the Year” for nine consecutive years. In 2020, the publication named Ogletree Deakins its “Law Firm of the Year” in the Labor Law – Management and Litigation – ERISA categories. Ogletree Deakins has more than 900 attorneys located in 53 offices across the United States and in Europe, Canada, and Mexico. The firm represents a diverse range of clients, from small businesses to Fortune 50 companies.
We are fully committed to the importance of diversity within the legal profession, as well as all workplace environments and strongly encourage the interest of diverse candidates in the firm.
Equal Opportunity Employer.
About Ogletree, Deakins, Nash, Smoak & Stewart, P.C.
Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. The firm has a reputation for legal excellence and responsive client service. Ogletree Deakins' labor and employment practice is complemented and supported by related practice groups in the areas of business immigration, litigation, employee benefits, occupational safety and health, and construction law.
With offices throughout the United States and in Europe, Canada, and Mexico, the firm represents a diverse range of clients. Our depth of experience in labor and employment law has produced a successful track record for our clients - Fortune 50 corporations to start-up companies.
Although the size and scope of our practice has grown over the past quarter century, our core values remain constant. We are committed to personalized attention, innovative solutions and old-fashioned hard work.
Our approach to providing clients with the resources to solve today's business challenges is always forward-thinking and strategic. We remain committed to providing our clients with an insider's view of the workplace issues of the day.